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Thank you for completing our survey


Late last year we sent out a survey to all of our brokers to better understand and meet your needs, and find out how we are tracking in terms of providing you real value.

To all of you who completed the survey – thank you. Your feedback is really important to us, as it not only educates where we need to focus our attention over the next 12 months, but also areas where you need additional support and where we can improve our service offering to you.

We are pleased to announce the results were overwhelmingly positive. We are still trawling through the pages of long answer responses and prioritising action items, but we thought we would give you a brief snapshot of initial findings.

Response Rate
454 surveys were successfully completed and analysed, representing a 31% response rate. This is considered very high and likely to be representative of your overall views. The response rate is comparative to previous year’s surveys.

Respondents (that’s you) can be described as follows:

– Live in New South Wales (35%), Victoria (23%) or Queensland (17%) in a capital city (69%);
– Have worked as a broker for ten years or more (40%);
– Aged 36 – 45 years (36%) or 46 – 55 years (34%);
– Male (82%);
– Sole trader (58%);
– Write between $0 – $2 million per month (66%);
– Hold their own ACL (56%);
– Partner with us on our flat fee model (78%); and
– Will continue to be a broker for more than 5years (84.5%).

Results Overview

Overall very positive!

Mean Scores Comparison 2010 2011 2012
Overall satisfaction with Connective 4.05 3.92 4.22
Value for money 3.87 3.94 4.07
  • Our Mercury software is a big player in why people join Connective with the percentage of those who indicated it as the main reason they joined Connective growing by over 4% (now 14.2%)
  • My Marketing & Connective Home Loans saw the largest increase in the services used by members. The use of all services increased slightly. Mercury now sitting at 96% usage.
  • Great feedback and results for Mercury Helpdesk
  • 90% of respondents are either ‘very satisfied’ or ‘satisfied’ with the level of communication provided by Connective (the Mag and Connective TV most popular)
  • Positive feedback for Compliance support and high number of our credit reps completed survey.

Net Promoter Score

Probably the most impressive statistic for us, was the Net Promoter Score. A Net Promoter Score is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.

By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate your company’s NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
= % of promoters – % of detractors.


Connectives’ Net Promoter Score this year (2012)
= 58.1% (promoters) – 12.1% (detractors)
= 46%

This is a very impressive figure and means that 1 in every 2 of you would actively recommend us to a broker who is not with Connective. And that makes us feel very proud.

Once again, we would like to thank you for taking part in this survey. Everyone who completed the survey went into the draw to win an iPad, and a big congratulations to Robert Todoroski from Committed who is the lucky winner!